BenQ America Corp

Hi ***, As has been explained previously, the monitor you sent back was an outstanding unit from an advanced replacement, where we placed a hold on a credit card of your choosing After not having the monitor returned over days since we sent the replacement, the card was charged as
was agreed by you on the form you signed and submitted to us.Here is the tracking when we shipped it to you, on 6-23-2016: https://www.fedex.com/apps/fedextrack/?tracknumbers=***Here is the tracking from when it was returned to us, on 2-22-17, months later: https://www.fedex.com/apps/fedextrack/?tracknumbers=***I've attached proof of our refund onto the original card as well.This monitor was later returned to us, and a refund was issued 3/30/for $300.00, the amount originally charged, onto the card you originally provided on the form As we have told you repeatedly, you need to contact the card issuer to receive payment from them Unfortunately we HAVE to issue the refund on to the original card As has been explained to you multiple times, it is unfortunate you chose to cancel the card in this time period, and only chose to send the monitor back after months Again, we have already performed the refund and provided you with proof Please contact the card company as there is nothing more we can do at this point, and we cannot simply provide you with a free monitor because you failed to return the defective unit for over months, and chose to close the card used in that time span. Again, you need to contact the company which issued the original card that the hold was placed on This is been explained many times to you You just need to do it so that you can get the money that has already been refunded by us If you need help finding the number to contact the card issuer please just let us know the name of the company and we will search that for you

Customer sent in projector with the replacement lamp packed separately This was the lamp customer purchased from us The projector itself contained no lamp like customer claims We installed the replacement lamp for customer and inspected the unit and returned it Customer
most likely still has the 3rd party lamp in his possession, and I am not sure why he thinks the lamp in the projector is not our lamp We will not install any lamps other than our own in our projectors as the risk of damage from after market lamps is too high We are uncertain where customers 3rd party lamp is located as it was never shipped to us

Unfortunately we cannot provide a brand new upgraded monitor nearly a year after the monitor was originally purchased, nor are we able to provide a refund. Customer can still simply run a single cable from the computer to the monitor in order to use the port as desired in order to solve their problem

Hi [redacted],Please send the photos of the lamp to [email protected] so I can review them.  I see no photos in either case, and have not seen these photos.  Please send those over.  Our techs have never, and would never, install an after market lamp as they know the dangers involved.  They noted in their notes that the projector did NOT have a bulb in the unit, and just the BenQ bulb that was packed separately, which was then installed for you.  Again, they have never, and will never, install 3rd party lamps.  This is a policy of ours as those bulbs can damage the projector. Again, no bulb was included in the projector and the bulb packed separately, which was an authentic bulb, was installed for you.  From what we are aware of, the 3rd party bulb never left your possession.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please see the attached document which shows the headphone jack being listed as a feature in the product specification page since January of 2016 to present. I purchased the BenQ monitor on 12/29/15 with the impression that the headphone jack on the monitor works as advertised. To a reasonable consumer anything listed in the product specification page is an advertised feature. A headphone jack IS listed under the XL2730z specification page. There is no asterisk saying the purchaser won’t be able to use the headphone jack if they try to use the monitor at the 144hz refresh rate. I could have purchased a cheaper 120hz refresh rate monitor that has no headphone jack and a long headphone jack extender in an effort to save money. I did not buy the XL2730z to be told the headphone jack does not work when using the key feature that makes the monitor so expensive (144hz refresh rate). Every consumer has different requirements when making a purchase and one of the requirements I had when making my purchase was for the monitor to have audio jack outputs on the monitor. BenQ is minimizing the issue on the XL2730z and I have made reasonable requests to make the consumer, in this case myself, whole. replacxe the monitor with a reasonable replacement, a new XL2735z, at no additional cost to me or refund my purchase.Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I understand your point of view but why would I complain if you sent a brand new lamp and housing like I had bought and paid for the reason I'm complaining is because a third-party counterfeit lamp and my old housing is what was returned in my projector the pictures that I sent are of the counterfeit lamp taken when I received the third party counterfeit lamp I found imperfections on the reflective coating on the inside of the lens and of the back of the bulb which proves that it is a third-party lamp also the lamp and housing that are in the projector that housing has a dark spot on the heat shield where it got hot from original use the lens has a chip in it from the original bulb exploding inside of the housing the screw that holds the housing in is Warren and almost ripped which I admit I did that and on the top of the housing it is missing the metal clip which I also did that all before shipping it to you guys for repair I am asking for a refund of the brand new lamp and housing that I purchased and sent with the projector and the old bulb and housing that it was in the projector that never got returned or put in my projector
Regards,
[redacted]

Product does not advertise that feature, and the customer has been told that they are able to still get sound like they are needing by simply running a headphone style cable from the back of the monitor into the computer, exactly as he would with his microphone that he is already using.  We...

could have provided a refund or upgrade if customer had contacted us much sooner about this, but they already had the product for nearly a year.

BenQ sells monitors specifically geared towards PC gamers. When I built a new PC for this specific purpose, I began shopping around for a new monitor to suit my needs and eventually settled for a BenQ model. I regret it immensely.

Shortly into the second month of owning it, the monitor started to fail, the screen blanking out at odd intervals. When it got too frequent to ignore any longer, I contacted tech support. At first, it was great. They were friendly and helpful, and when their solutions couldn't resolve my problems, they told me to send it in to get it repaired, which later turned into them sending me a refurbished model instead. I don't like refurbished electronics, have never had good luck with them, and I really should have trusted my gut.

I get the refurbished model in, and it doesn't work. I plug it in, and it tells me there's no cable detected. Doesn't matter if I use DVI, D-Sub, HDMI, none of it works. So I call them back. This is when the customer support begins to plummet. The agent I was working with talks down to me the entire time. He doesn't understand what "We only have one computer in the house that works" means and gets all condescending about this fact. At some point, his supervisor tells him that we can do one of two things: they can cut me a check right then and there for the current market price of my monitor, or we can try a brand new monitor, in the event I just got massively unlucky.

I opted for the new monitor, because surely, a new monitor would work, right? Wrong. This one doesn't work, either. Out of the box, it didn't work properly. Cyan lines show up on white, red lines on black. It'd go away in about ten minutes, but it always came back. It even affected the black boot-up screens. It got so bad within two days that it refused to go away at all.

Not too long after, we experienced a death in the family and hadn't had time to try and get a hold of tech support to deal with this nonsense until very recently. For the last two or so weeks, I've called several times and have not gotten a response. I have also left several messages and they have not called back. I have emailed them, and have not gotten a reply whatsoever. This is extremely poor customer support in and of itself. All I wish for is my money back so I can finally be rid of this absolutely terrible company once and for all.

Review: Bought a "gaming" monitor from BenQ on March 20th of 2015 and it worked fine up until a month or so ago. The monitor itself lost its high resolution clarity and fine lines/text became noticeably fuzzy and otherwise poor in performance in this type of monitor. When contacting BenQ support on the matter using their automated systems, it defaulted to me having to ship my monitor to BenQ's repair depot. I received the same monitor back but with no notice of repairs made, yet the problem still persisted. All shipments were completed at BenQ's expense, FYI.

I then asked for an advance replacement, remaining within the set policies that BenQ held at the time, i.e. requiring a credit card authorization to be made and kept on file during the "advance" replacement. The replacement monitor exhibited nearly the same problem, with the sole exception of the left-most 3 inches of the monitor being clear and working as expected.

Originally I asked for a refund, but settled on BenQ sending me a *NEW* monitor of the same make overnight with a prepaid return label to send this second monitor back directly to BenQ QA testing rather than their refurbishing center.

I have not received that third (*new*) monitor, and I have not heard back from BenQ about this situation since "agreeing" to those terms.Desired Settlement: I'm now down to not accepting anything but a refund. This is a result of BenQ dropping the ball (so to speak) at every juncture in this matter, and not following through with what is being promised and agreed upon. I refuse to continue being a customer of BenQ this entire mess and want to take my original purchase and go with another company completely. In my eyes, this customer relationship didn't work out, and the refund issued to me is simply the cost of doing business.

Review: I had a very expensive monitor repaired and shipped back to me in worse condition than I sent it. The base is now cracked with no part of it in the box or any sign of damage. Clearly it was broken at the repair place. I also come to find out the video adapter is now bad and now it doesn't show anything on the screen but a blue scramble line on right. They are now saying to send it back to them and they told me they don't verify their repairs prior to shipping back to customer.Desired Settlement: I want the $500 I spent on this either back to an Amazon card (where I bought the unit) or a check. I will ship this defective unit back but do not want a replacement.

Review: We have been trying to obtain a warranty repair for over a week with no responses. We have e-mailed and called numerous times. The projector that we purchased a few months ago is overheating and we just want it repaired.Desired Settlement: We want our projector repaired.

Review: This is regarding order #[redacted]

I purchased a near $200 monitor which I refused and BenQ received back on monday. I have been trying to contact them for over a week, they told amazon they would refund me but wont. Amazon closed my account against my will so BenQ needs to refund me directly.Desired Settlement: $186